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DE024403-Service Delivery Ops Sr Manager (CBRG-FO)

Muntinlupa Job No. cxo-126070-s32751 Full-time

Job Description


POSITION TITLE: Service Delivery Ops Lead Senior Manager
WORK SETUP: Return to Office


Manages US Retirement Services processes, such as participants & advisory services, plan services, and related business support services. Leads in efforts to maintain and enhance various parts of existing client service solutions.


• Manages US Retirement Services processes, such as participants & advisory services, plan services, and related business support services.
• Leads in efforts to maintain and enhance various parts of existing client service solutions. Researches, analyzes, and recommends strategies for complex retirement plans.
• Possesses practical understanding and knowledge of relational database structure and concepts.
• Demonstrates strong organizational and detail orientation skills, with the ability to work well with both technical and non-technical resources. Is decisive, creative, and adaptable, with experience developing and executing solutions for clients while balancing business goals and priorities.
• Leads and oversees multiple projects and helps in prioritizing workload on the team based on urgency, importance, client expectations, and business needs, delegating decision-making to team members as appropriate.
• Stays current on ERISA-based knowledge, plan design activity, bundled plan administration, and employs optimal practices when driving the new business/conversion project management protocols.
• Provides consultative solutions for Client’s Retirement Services best practices and ensures details are understood so that our administrative processes and system(s) are established correctly, including but not limited to plan design details that affect pricing, eligibility, data exchanges, contracts, and transactional processing.
• Implements full adherence to existing tools used to measure performance (Productivity; Efficiency; Quality; Attendance; etc.).
• Manages staff assignment based on business needs/capacity and builds capacity through resource planning and cross-training.
• Coaches team members on the proper handling of transactions.
• Executes existing DR/BCP plans of the team.
• Executes/delivers output based on the project plan during migrations.
• Identifies staffing requirements and is involved in the hiring process, ensuring suitably skilled individuals are hired.
• Manages and develops resources to take key positions such as Supervisor/Team Leader, Quality Auditor, or Trainer.
• Executes career development plans for direct reports. Takes ownership in resolving and managing end-customer issues and negotiations.
• Manages internal updates/communication within the unit. Enforces compliance with company policies and implements disciplinary measures for violations. Initiates and implements process improvements.
• Leads projects/tasks that may be assigned from time to time and contributes to company-wide initiatives and projects.


Project Shift Schedule: Night Shift
Project Rest Day: Weekends Off
Project/Team Location: Muntinlupa iHub2 Building



• College graduates are highly preferred

• With Insurance background/experience is a plus no

• Above-average communication and meeting facilitation skills. Proficient in MS Applications. Flexibility with a rotational schedule and must be willing to render overtime, if necessary.
• Possesses strong work ethics, integrity, and unquestionable character without any Code of Conduct violation, and maintains a good attendance record with no tardiness memos incurred.
• Demonstrates the ability to handle multiple tasks and create and execute effective and immediate action plans for process issues.
• Shows an ability to adhere to and promote the current performance tool used by the team. Capable of establishing and maintaining relationships with team members, co-leads, reporting managers, internal, and external business partners. Is coachable, seeking out and accepting feedback to improve personal and team performance.
• Demonstrates a customer-focused approach, processing with a consistent attitude of respect, courtesy, patience, and helpfulness, while also exhibiting business acumen and the ability to see things in a broader context.
• Has met or exceeded performance expectations in the last performance appraisal.

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